I did not receive the crypto deposit in my Bitvavo account

The process of receiving digital currency on your hosted wallet is divided into several steps. The steps are described below, and there is also an explanation of possible causes of action if your digital currency has yet to arrive.

1. Confirming order 
   Your transaction is on the way and has been confirmed by the network at least once.
   Depending on the number of confirmations required by Bitvavo, the digital currency should arrive between a couple of minutes and a maximum of a couple of hours.
2. Monitoring
   Bitvavo monitors all deposits and withdrawals of digital currency. This notification will often disappear quickly. If this is not the case, please request to speak to a human agent.
3. Approved
   The digital currency has arrived and been added to your Bitvavo wallet. You will also have received a confirmation email about this.
4. Pending
   Your crypto deposit may still be marked as 'pending'. This can happen for several reasons, including that the sending address still needs to pass Travel Rule checks—you may need to verify the address. You can read more about this in this support article.

Other causes

If your digital currencies have not arrived successfully, it may be due to one of the following causes:

1. You have transferred digital currency that is not supported by the Bitvavo wallet.
2. Some digital currency has to be transferred alongside an additional description (i.e., EOS, NEM, STEEM, XLM, and XRP). You have forgotten to include this additional description.
3. You have not paid enough transaction fees, which is why your transaction is not included in a block yet and is still pending.
4. Your deposit might be awaiting wallet verification. This requires you to provide additional information before the deposit can be credited to your Bitvavo account. Instructions on what information to provide and how to do so can be found in this support article.

If your digital currency has not been deposited to your hosted wallet, please request to speak to a human agent. Please include a screenshot from your deposit and the TXID (Transaction ID).